IT Helpdesk Analyst

IT Helpdesk AnalystAn exciting opportunity for an experienced IT Helpdesk Analyst to join a major US law firm. This role is dedicated to frontline helpdesk support, assisting users across Europe and, where required, the firm’s global offices. As the first point of contact for technical issues and service requests, you’ll focus on resolving 1st-line issues efficiently and delivering an exceptional level of customer service.What’s On Offer:Salary to £55,000Weekly shift rotation covering 8am – 6pm Market-leading employee benefits and in-office perksCity Thameslink / Chancery Lane / BlackfriarsIT Helpdesk Analyst – What You’ll Be Doing:Act as the first point of contact for technical incidents and service requests via telephone, email and remote-support toolsProvide Level 1 helpdesk support to European users and assist the global Help Desk as requiredLog, categorise, prioritise and update incidents and service requests in the incident-management systemGather relevant information, diagnose issues and deliver effective first-line troubleshootingResolve common issues involving Windows, Microsoft Office, document-management systems, mobile devices, printers, remote access, passwords and user accountsOwn tickets through to resolution or escalation, keeping users informed of progressEscalate complex, unresolved or high-impact incidents to the appropriate specialist teamsIdentify recurring or widespread issues and report them in line with major-incident proceduresMonitor relevant system and network alerts, responding or escalating in accordance with established proceduresConfigure and troubleshoot Firm-approved mobile devices, including iPhonesIT Helpdesk Analyst – What We’re Looking For:Experience working in a similar IT support role within a law firm 2+ years’ experience in a dedicated 1st Line Helpdesk or technical-support role Familiarity with remote-support and screen-sharing toolsExperience troubleshooting hardware, software, printing, connectivity, account-access and mobile-device issues, using ticketing systems such as ServiceNow and supporting document-management platforms such as NetDocuments or equivalent